Roundtrip Billing FAQs
Learn more about frequently asked questions about Billing with Roundtrip.
Billing questions can be confusing but having clear answers makes all the difference! This article addresses some of our most frequently asked questions to help you navigate invoices, payments, and Roundtrip offerings with ease.
Who Should I Contact with Billing Questions?
For any billing or invoice questions, please email our Billing Team directly at billing@roundtriphealth.com.
How Can I Access My Invoices?
Depending on how your organization is configured, there are a couple of methods for receiving invoices. For more information, please see this dedicated article on receiving and accessing invoices.
How Can I Access My Trip Details File?
All Trip Details Files are stored on a secure Sharepoint site. The direct link can be found on your organization’s invoices in the upper right hand corner.
For security purposes, every unique billing contact has to be granted permission to access this folder. If you are unable to access this link, please reach out to our Billing Team at billing@roundtriphealth.com for further assistance.
How Do I Pay an Invoice?
Payment via Credit Card
Your organization may opt to add a credit card on file for payment. Please note, a 5% service fee is applied for any payments processed via credit card.
Payment via ACH
To remit payment via ACH, please review to the details below to setup your payment:
How Can I Review or Update My Credit Card Information?
Your organization’s credit card information can be reviewed or updated within the Roundtrip Payment Portal - follow these steps to continue:
- Login to your Roundtrip Payment Portal at https://roundtriphealth.chargebeeportal.com/.
- Note: You must be the primary billing contact to be able to login and update credit card settings.
- Once logged in, click on “Payment Methods”.
- This page will show the credit card type and the last four card numbers (if a credit card was previously added).
- To change the card on file, first click “Remove Payment Method” and follow the prompts on screen to remove the existing card.
- Finally, follow the prompts on screen to add a new card.
How Do I Contest a Charge?
For Charges Related to a Specific Ride
If you have a question related to a specific ride, please email our Support Team at rideQA@roundtriphealth.com for further investigation. Please include the following information in your request:
- Ride ID(s)
- Explanation of Concern
For All Other Concerns Related to an Invoice
For concerns related to an entire invoice or other charges, please reach out to billing@roundtriphealth.com and include the following information:
- Invoice Number (#)
- Explanation of Concern
How Do I Update the Services I Receive from Roundtrip?
Please reach out to your account manager directly to discuss any specific contract or subscription changes.
- Not sure who to contact? Email us at customersuccess@roundtriphealth.com and we’ll forward your request to the appropriate point of contact.
